Responsible for the strategic development, execution and performance of the long and short-term sales plan of the business unit and in line with the corporate objectives. Drive the performance of the business unit, with the objective to ensure the delivery of the customer services, increase market share and focus on high yield premium revenue and contribution.
Implement a robust and active Sales and Marketing Plan that will stimulate both on-line and off-line markets.
To manage and ensure a safe and efficient airport and ground operations in the station, in order that Gulf Air image, reputation, and Customer Service levels are maintained and enhanced to the highest standards.
MAIN DUTIES – ADMINISTRATIVE / COMMERCIAL FUNCTION:
Undertake full responsibility of the Station, including Airport, Security, Cargo, Finance, HR and Maintenance to ensure the functions of the station run to utmost satisfaction of the respective functional division.
Develop, recommend, implement and monitor the Area or Country Business Plan including business priorities, revenue and cost of sales target and Key Performance Indicators for all commercial activity. Ensure clear and robust activity plans are in place and that the results are closely monitored and analyzed to maximize contribution.
Organize and chair a Station Coordination meeting at least once monthly with all departments to maintain synergy and team work.
Formulate a viable marketing or business plan, designed to achieve set objectives, increase market share and revenues at optimal costs.
Champion the GF brand values in the area or country of responsibility through all sales and marketing activities, especially promotions and those with media involvement, to ensure strong visibility / communication is maintained within the assigned territory with an aim to increase the regional profile of GF.
Continuously explore areas to generate revenue to exceed required targets. Initiate and maintain regular contact with principal officers in government departments and companies, travel organizers, and tour companies to ensure travel where possible is on the services of Gulf Air.
Monitor progress against revenue and targets, analyze and comment on the monthly traffic / revenue reports and recommend and implement any changes to existing plans and operating budgets.
Liaise with HQ Commercial Planning and Network Revenue Management Department to identify, review and recommend changes to tariffs or schedules that could improve the area performance.
Provide feedback and recommendations to management with regard to product design and specifications, developing alternate routes and destinations, changes in existing destinations, opening and closing of stations, fares, in-flight products & services and timings to ensure a cutting edge vis-à-vis the competitors.
Be commercially aware of all issues affecting regional performance including competitor's activities that could ultimately affect GF business. Monitor and assess their initiatives and costs to take tactical actions and to feed intelligence to the management.
Ensure business continuity across the business area by establishing strong partnering relationships across all parts of the Marketing & Sales organization so that the business unit operates seamlessly and is easy for its stakeholders to do business with.
Maintain and improve personnel standards of customer services, business sense and positive performance to ensure all available opportunities are capitalized upon.
Represent GF as the Senior Executive in the area or country when interfacing or negotiating with Governments, Civil Service, GSAs, Travel Agents, Handling Companies and other organizations in collaboration with Ground Services, Security, Cargo and Engineering.
Responsible for safety and security of GF operations, staff, property and assets within the area of operation.
Develop teamwork, demonstrating shared goals and values. Provide leadership guidance and support to all staff in the area. Enable the team to ensure staffs are recruited, trained and motivated to the standards set in the People KPI by recognizing performance. Provide, where appropriate, a succession plan for the area.
Manage all resources to ensure optimum utilization, control items of expenditure to pre-determine budgetary levels by maintaining a strict cost control policy, in particular commission costs of our GSAs and all other distributions, training and manpower development.
Authorized to sign all contracts within the local limit (BD 10,000) in accordance with the GF procurement and BTB regulation.
In the event of flight disruption and operational requirements, responsible to extend all sorts of support, including being personally present at the airport to protect the safety and security of whole operation, including aircraft and passengers and to ensure the flight is released on time or with minimum damage caused to GF prestige.
Responsible for all local staff welfare on local contracts. CM/APM will report any incidents or concerns to the SMGO if Airport operations/safety/security is affected.
CM/APM authorize all leave requests in the station in coordination with SMGO for airport staff and for Technical staff in coordination with the Station's Maintenance Supervisor. Once authority is obtained the CM/APM has total responsibility in appointing a suitable and qualified person to undertake their duties whilst on leave. The person nominated must be given clear guidelines and adequate handover information in order to perform the job function.
Perform all administrative tasks in an accurate and timely manner. E.g. Monthly reports, Performance Appraisals, Baggage Claim Settlements and general correspondence, particularly complaints.
All Local contracts shall be governed by ITC/BTB regulations. The contracts related to the airport functions shall be negotiated by the CM/APM in conjunction with the SMGO and SMDC/FC. For Technical contracts, they should be negotiated by CM/APM in liaison with the Financial Manager in Bahrain and RMM.
CM/APM actively participate with in the various forums such as AOC/BAR and meetings with local authorities and agencies to represent and push for GF interests.
Implement product enhancements for the development, enhancement and improvement of services.
Conduct performance reviews for all staff. Evaluate and grade their achievements for appropriate rewards and set future objectives in conjuinction with . For the Technical Staff, it shall be conducted in liaison with the Technical Supervisor/Manager.
Develop staff members by ensuring their training progression, appropriate delegation of responsibilities and duty rotations to further their advancement.
Ensure that the airport cash float, revenue and semi-revenue documents are properly accounted and that they or other GF products are not fraudulently misused.
MAIN DUTIES – AIRPORT FUNCTION:
Manage and monitor the functions of Airport Cargo Operation, Security implementation and Line Maintenance handling in liaison with the respective Functional Managers to ensure that they function satisfactorily as per the laid down respective procedures with a view to maintaining the standard level.
Implement and periodically review strategy to ensure that all procedures, standards and instructions as laid down by SMSPP and SMGO are complied with by airport staff.
Achieve the Ground Handling performance targets set by Ground Operations such as flight punctuality, check-in standards and baggage delivery times, in order that GF remains competitive at all times. This will be achieved through regular liaison with the management of Handling Agents and other service suppliers in order to identify problem areas and find solutions to them.
Ensure that adequate measures are implemented and maintained in order to protect the safety and security of the whole operation, including aircraft, passengers, cargo, baggage and employees. Monitor all aspects of the ground operation in order to achieve and maintain acceptable customer service standards.
Plan ahead and estimate costs and requirements in terms of equipment and resources for Ground Operations office and its functions and prepare and submit the annual budget.
Prepare and constantly review local procedures for Diversion / Delay Handling / Disruptions and Emergency procedures for the reference of both GF staff and those of the handling agent.
Check on an ongoing basis the competency of both GF and Handling Agent Staff in all areas, particularly Load Control where licenses are required.
Manage and exercise control over financial matters in coordination with SMGO and FC/SMDC (Senior Manager Divisional Control) so that they remain within the predefined parameters of the station budget.
Maximize revenue from excess baggage collections and airport ticket sales and/or by securing additional interline traffic. Ensure the overall smooth functioning of the airport.
Compile and forward a monthly report to SMGO on a regular basis detailing the station's activities for the month.
Interact with the SMGO for guidance, support and authority for all major administrative and operational matters/policies.
Conduct Local Audits on an ongoing basis as defined and instructed by Ground Services for the GHA in all aspects.
Airport head count is controlled via Head Office through SMGO. Any requests to hire must be obtained from SMGO.
Interact with SMGO for guidance, support and authority for all major matters polices.
Airport staff appointments and transfers will be determined by Ground Services.
Customer Service Oriented
Problem solving & decision making
Initiative and commitment to achieve
Organizing for results.
EDUCATION & TRAINING
Educated to degree level.
Must be computer literate, with proven excellent people management and motivational skills, high level of entrepreneurial skill, resilient and culturally sensitive with high communication and motivational ability.
Must be able to create strong partnering relationships at a senior level with internal and external contacts, including heads of governments, airlines and business associates.
Qualified to an Advanced level in Passenger Services, Baggage Services, Ground Operations, Cargo, Weight & Balance, Reservations & Ticketing and Dangerous Goods Regulations.
Minimum 10 years experience in the field of sales and marketing of which at least 7 years had been in management and supervisory capacity. The jobholder should have adequate background in major airline business processes.
A minimum of 7 years airline experience handling wide-bodied aircraft with large passenger uplifts of which 2 years should have been in either a Senior Supervisory or Managerial position.
Should be conversant with flight planning, the pertinent aspects of meteorology and Departure Control Systems. Must be capable of working under pressure in an environment where a very high degree of initiative, self -motivation and control are required necessitating the job-holder to demonstrate leadership ability.
Must be able to operate and/or be familiar with various computerized systems e.g. for Reservations, baggage tracing and various software packages used by the Company such as Word, Excel etc.
Must be able to guide and motivate employees whilst being assertive, tactful and diplomatic as circumstances warrant.
INDEPENDENT ACTION & DECISION MAKING
The jobholder works independently within the scope of authority guidelines established by the company to drive a global business, by working collaboratively with the teams to interpret, set and achieve a coherent and relevant business framework. The jobholder influences change within the Business Unit, keeping the best interests of the overall GF organization foremost in mind, by constantly but positively challenging the processes and people.
The job encompasses multi-disciplinary scope of work, to be performed within a broadly based policy guidelines.
Broad outlines of responsibility and authority are given by the Senior Manager Airport Outstations and by various instructions and directives from Head Office departments. Job holder will be guided by these but will also be required to make sound commercial and operational decisions when the need arises, especially in the event of service disruptions. Major policy decisions are referred to Senior Manager Airport Outstations or relevant Head Office Department.
The jobholder influences On Time Performance (OTP), directing the development and implementation of industry standards and innovative business processes that will optimize customer satisfaction.
ACCOUNTABILITY FOR ACTIONS/RESULTS
The jobholder is accountable for the development and delivery of the business plans in the area or country of responsibility that incorporates agreed revenue target and relevant expenditure; manage the resources to achieve the plan. The decisions and actions directly affect the profitability, image and the reputation of the company.
Job-holder will be required to make decisions which could have a significant impact on revenues and expenditures when disruptions occur. Will also be required to provide information to Operations Control on which decisions will be based which could have repercussions elsewhere on the network.